HEALTHCARE
RIGHT INVESTMENTS FOR ENHANCED MEMBER EXPERIENCE
Consumers are in the driver’s seat now; deliver on their needs and preferences, or lose them to someone who will.
That’s where Capto comes in. When you have the data and strategic alignment to invest in areas of high impact in the right sequence, you ultimately deliver a more accessible, satisfying, and engaging experience, which boosts retention as well as member and revenue growth.
Capto provides the smarter, better investment roadmap you need to achieve these outcomes.
CUSTOMER EXPERIENCE IN THE NEW AGE OF CONSUMERISM
It is almost universally true that growth for payers is coming exclusively from individual choice markets. As consumers move to the center of the purchase decision, a payer’s business, member roadmap, and technology must adjust and accommodate. We are experts in helping enterprises engage and serve today’s more empowered buyers, who know how to make comparisons for insurance products that meet their specific needs and for prices that offer clear value.
Compared with industries like banking and retail, health insurance providers get very low rankings for customer experience. Through our focus on hyper-personalization that drives member engagement and differentiated experience, Capto helps you create a member-centric experience that will grow your membership.
Capto’s healthcare member experience services focus on maximizing the outcomes of your investments in an increasingly complex ecosystem of customers, technology providers, and advancing technologies. We provide strategic and operating model assessments, using data-driven analysis and proprietary tools to arrive at data-driven investment roadmaps that drive member experience improvement, retention and revenue.
Our process identifies and sequences investment strategies for achievable outcomes that align with strategy:
Revenue growth
Churn reduction
New market entry
Business model/product
Innovation and development
Cost efficiencies
OPTIMIZING YOUR INVESTMENT STRATEGY
One-third of healthcare organizations move major technology initiatives forward that do not tie into the enterprise’s strategic initiatives. Internal “buyers” of IT are not engaging or leveraging their resources effectively. Business leaders need to become better consumers of technology to increase the value of their budget spend by making the right choices.
MAPPING YOUR TECHNOLOGY STRATEGY
CASE STUDY
INDUSTRY INSIGHTS
Learn how every one-point improvement in member experience scores leads to
0.7% in member growth, which adds millions in annual revenue.
